I reserved a room for my guests a couple of weeks ago. The manager and I agreed on the price via email. However, upon check-in, my out-of-town guests were presented with two reservations. I only reser... more
I reserved a room for my guests a couple of weeks ago. The manager and I agreed on the price via email. However, upon check-in, my out-of-town guests were presented with two reservations. I only reserved one double room for this family of four (two children, ages 7 & 13), but somehow two different rooms ended up reserved. My guests selected the room with two beds, signed the invoice agreeing on the rate per night, and checked in. In the middle of their stay I got an email from one of the managers, Nana, who informed me that my guests selected "the wrong room" and would I inform them that it would be an additional almost $200 USD for their stay. I wrote that this was not what was agreed upon, and they shouldn't have to pay additional money. The response I got was,
We knew..., we did not ask them to change anything they insisted upon check in themslevies NOT WE !!! .
And now they are 4 people in 1 room and it includes 4 breakfast for 4 people , ...please contact your guest and clear our why they did like this ! ...The rate has changed... 2 persons in each room and now you are asking to pay the same rate for 4 people ? It is illogical ."
A couple of things I would like to point out....
1) my guests never had the hotel breakfast
2) the children can't stay in a room alone
3) if the clerk at the front desk made an error, that is the hotel's error. Not mine. Not my guests.
4) I paid the $200 extra and was terribly embarrassed that my guests found out how much was owed because the night clerk explained how my guests "messed up". That is humiliating.
I seriously doubt after this encounter that I will again use this hotel for my business and corporate guests. I have many guests that travel throughout the year from around the world, and especially the USA. They will likely stay at other hotels that better reflect the positive virtues of this beautiful country. less